Publication
Churn in services - A bibliometric review
| dc.contributor.author | Ribeiro, Hugo | |
| dc.contributor.author | Barbosa, Belem | |
| dc.contributor.author | Moreira, António | |
| dc.contributor.author | Rodrigues, Ricardo Gouveia | |
| dc.date.accessioned | 2022-07-11T10:15:14Z | |
| dc.date.available | 2022-07-11T10:15:14Z | |
| dc.date.issued | 2022 | |
| dc.description.abstract | The purpose of this article is to identify the most impactful research on customer churn and to map the conceptual and intellectual structure of its field of study. Data were collected from the WoS database, comprising 338 articles published between 1995 and 2020. Several bibliometric techniques were applied, including analysis of co-words, co-citation, bibliographic coupling, and co-authorship networks. R software and the Bibliometrix/Biblioshiny package were used to perform the analyses. The results identify the most active and influential authors, articles, and journals on the topic. More specifically, through co-citations and bibliographic coupling, it was possible to map the oldest articles (retrospective analysis) and the current research front (prospective analysis). The retrospective analysis, based on co-citations, revealed that the foundations of this research field are constructs such as quality of service, satisfaction, loyalty, and changing behaviors. The prospective analysis, performed through bibliographic coupling, revealed that current research is embedded in predictive analysis, clusters, data mining, and algorithms. The results provide robust guidance for further investigation in this field. | pt_PT |
| dc.description.abstract | El objetivo de este artículo es identificar las investigaciones más impactantes sobre la pérdida de clientes y trazar la estructura conceptual e intelectual de su campo de estudio. Los datos han sido recogidos de la base de datos WoS, que comprenden 338 artículos publicados entre 1995 y 2020. Varias técnicas bibliométricas fueron aplicadas, incluyendo el análisis de co-palabras, cocitaciones, acoplamiento bibliográfico y redes de coautoría. Para realizar los análisis se utilizaron el software R y el Bibliometrix/Biblioshiny. Los resultados identifican los autores, artículos y revistas más influyentes y activos sobre el tema. Más específicamente, a través de las cocitaciones y el acoplamiento bibliográfico, fue posible mapear los artículos más antiguos (análisis retrospectivo) y la investigación más actual (análisis prospectivo). El análisis retrospectivo, basado en las cocitaciones, reveló que los fundamentos de este campo de investigación son constructos como la calidad del servicio, la satisfacción, la lealtad y el cambio de comportamientos. El análisis prospectivo, realizado a través del acoplamiento bibliográfico, reveló que la investigación actual está inmersa en el análisis predictivo, los conglomerados, la minería de datos y los algoritmos. Los resultados proporcionan una sólida orientación para seguir investigando en este campo. | pt_PT |
| dc.description.version | info:eu-repo/semantics/publishedVersion | pt_PT |
| dc.identifier.citation | Ribeiro, H., Barbosa, B., Carrizo-Moreira, A., & Rodrigues, R. (2022). Churn in services – A bibliometric review. Cuadernos de Gestión, 22(2), 97-121. https://doi.org/10.5295/cdg.211509hr | pt_PT |
| dc.identifier.doi | https://doi.org/10.5295/cdg.211509hr | pt_PT |
| dc.identifier.uri | http://hdl.handle.net/10400.6/12280 | |
| dc.language.iso | eng | pt_PT |
| dc.peerreviewed | yes | pt_PT |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | pt_PT |
| dc.subject | Customer Churn | pt_PT |
| dc.subject | Bibliometric Analysis | pt_PT |
| dc.subject | Co-citation Analysis | pt_PT |
| dc.subject | Bibliographic Coupling | pt_PT |
| dc.subject | Science Mapping | pt_PT |
| dc.subject | Biblioshiny | pt_PT |
| dc.title | Churn in services - A bibliometric review | pt_PT |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.title | Management Letters / Cuadernos de Gestión | pt_PT |
| person.familyName | Ribeiro | |
| person.familyName | Barbosa | |
| person.familyName | Moreira | |
| person.familyName | Rodrigues | |
| person.givenName | Hugo | |
| person.givenName | Belem | |
| person.givenName | Antonio | |
| person.givenName | Ricardo | |
| person.identifier | 1363660 | |
| person.identifier.ciencia-id | A31C-8D47-CB6B | |
| person.identifier.ciencia-id | 6216-A58F-B062 | |
| person.identifier.orcid | 0000-0002-0410-6430 | |
| person.identifier.orcid | 0000-0002-4057-360X | |
| person.identifier.orcid | 0000-0002-6613-8796 | |
| person.identifier.orcid | 0000-0001-6382-5147 | |
| person.identifier.rid | T-2252-2017 | |
| person.identifier.rid | A-7722-2010 | |
| person.identifier.scopus-author-id | 57220870257 | |
| person.identifier.scopus-author-id | 43661108400 | |
| person.identifier.scopus-author-id | 35772768800 | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | article | pt_PT |
| relation.isAuthorOfPublication | 4ab50add-dfe2-4e7b-8d8f-09ec9037f603 | |
| relation.isAuthorOfPublication | 5123ae8d-bf50-4d50-af9b-270c8c961fc6 | |
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| relation.isAuthorOfPublication.latestForDiscovery | c3092198-6fff-4b9f-9c6f-93b3ca3ab4ee |
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